{"id":1054409,"url":"https://alion.io/job/astreya-it-end-user-support-specialist","title":"IT End User Support Specialist","company":{"id":1707,"name":"Astreya","domain":"astreya.com","url":"https://alion.io/company/astreya","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":26,"ghost_share":0,"stale_share":0.885,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":40,"max":64,"currency":"USD","period":"hour","gross":null,"usd_annual":128000},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"Linux","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Platform Engineering","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"ITSM","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-09-15T00:00:00Z","employer_posted_date":"2026-09-15","last_verified_at":"2026-10-20T18:06:36Z","board_verified":true,"closed_at":null,"days_open":36,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":36},"description":"Job Summary\nAstreya is seeking a highly skilled and customer-focused IT End User Support Specialist (L4) to provide advanced onsite and remote technical support within a demanding, fast-paced enterprise environment. This role requires a seasoned IT professional with deep technical expertise across endpoint technologies, enterprise systems, collaboration platforms, and infrastructure services.\nThe ideal candidate is a self-directed problem solver who thrives in high-volume environments, can effectively manage multiple concurrent support channels (walk-ups, phone calls, chat sessions, tickets, and executive requests), and consistently delivers exceptional customer experiences. This individual possesses strong technical troubleshooting capabilities, exercises sound judgment when escalating issues, and conducts thorough root cause analysis and due diligence before engaging higher-tier support teams.\nSuccess in this role requires technical excellence, process discipline, operational maturity, and the ability to support a diverse user population ranging from general employees to executive leadership.\nKey Responsibilities\nTechnical Support & Troubleshooting\nServe as a senior point of contact for end-user technology support, providing advanced troubleshooting and resolution for hardware, software, operating systems, networking, mobility, and collaboration technologies.\nDiagnose and resolve complex technical issues across Windows, macOS, Linux, iOS, Android, virtual desktop environments, productivity applications, and enterprise services.\nManage and prioritize multiple simultaneous support engagements including walk-up requests, phone calls, chat sessions, ticket queues, and executive escalations while maintaining high service levels.\nPerform comprehensive technical analysis, root cause investigation, and independent research to resolve issues before escalation.\nIdentify recurring incidents and collaborate with engineering, infrastructure, security, and platform teams to implement permanent solutions.\nService Delivery & Customer Experience\nDeliver white-glove support to end users, traders, executives, and business-critical teams with professionalism, urgency, and discretion.\nAct as an advocate for the end user, ensuring issues are fully resolved and service expectations are consistently exceeded.\nEffectively communicate technical concepts and resolution plans to both technical and non-technical stakeholders.\nMaintain ownership of issues from intake through resolution, ensuring timely updates and follow-through.\nProcess & Operational Excellence\nAdhere to and improve established ITIL-based support processes, knowledge management practices, and operational procedures.\nCreate and maintain high-quality technical documentation, knowledge articles, and troubleshooting guides.\nEnsure accurate ticket documentation, categorization, prioritization, and resolution tracking.\nAnalyze support trends and proactively identify opportunities to improve service quality, efficiency, and user experience.\nParticipate in endpoint lifecycle management activities, including deployments, refreshes, inventory management, and asset tracking.\nCollaboration & Escalation Management\nPartner closely with Infrastructure, Security, Network, Platform Engineering, Workplace Services, and third-party vendors to drive issue resolution.\nEscalate issues appropriately with detailed troubleshooting documentation, supporting evidence, and business impact assessments.\nProvide mentorship and technical guidance to junior support team members when needed.\nSupport office technology projects, migrations, upgrades, and special initiatives.\nRequired Qualifications\n8+ years of hands-on IT End User Support experience within medium-to-large enterprise environments supporting diverse and demanding user populations.\nDemonstrated experience supporting executive leadership, business-critical teams, and high-availability operational environments.\nProven ability to manage multiple concurrent support channels and competing priorities while maintaining exceptional customer service and technical quality.\nStrong analytical and problem-solving skills with a track record of independently researching and resolving complex technical issues.\nAdvanced administration and troubleshooting experience with Windows 10/11 and macOS.\nDeep understanding of Microsoft Intune, endpoint security and compliance platforms, and MDM\nStrong working knowledge of:TCP/IP; DNS; DHCP; VPN technologies; wireless networking; network troubleshooting methodologies; and Microsoft Exchange / Exchange Online\n\nAdvanced support experience with:Microsoft 365; Microsoft Teams; Zoom; Enterprise telephony and conferencing platforms; and messaging and collaboration tools\n\nAdvanced troubleshooting of laptops and workstations; docking stations; printers; audio/visual systems; and peripheral devices\nPreferred Qualifications\nExperience supporting financial services, trading environments, or other high-pressure, mission-critical business operations.\nExperience with ServiceNow or enterprise ITSM platforms.\nITIL Foundation certification.\nMicrosoft, Apple, or other relevant industry certifications.\nExperience participating in enterprise technology deployments, migrations, and workplace modernization initiatives.\nKey Competencies\nTechnical Depth and Expertise\nCustomer Obsession\nProcess Discipline and Operational Excellence\nIndependent Problem Solving\nExecutive Presence\nPrioritization and Time Management\nWritten and Verbal Communication\nAdaptability in High-Pressure Environments\nCollaboration and Teamwork\nContinuous Learning and Improvement\nSalary Range\n$40.92 - $64.62 USD (Hourly)Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.\nFurther, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.\nAstreyaoffers comprehensivebenefits to all Regular, Full-Time Employees, including:\nMedical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only\n\nDental provided through UHC\n\nNationwide Vision provided by UHC\n\nFlexible Spending Account for Health & Dependent Care\n\nPre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)\n\nContinuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera\n\nCorporate Wellness Program provided by Goomi Group\n\nEmployee Assistance Program\n\nWellness Days\n401k Plan\n\nBasic and Supplemental Life Insurance\n\nShort Term & Long Term Disability\n\nCritical Illness, Critical Hospital, and Voluntary Accident Insurance\n\nTuition Reimbursement (available 6 months after start date, capped)\n\nPaid Time Off (accrued and prorated, maximum of 120 hours annually)\n\nPaid Holidays\n\nAny other statutory leaves, paid time, or other ancillary benefits required under state and federal law","description_format":"text","description_chars":7486,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Continuous learning","Life insurance","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Infrastructure & Networking Services","IT Help Desk & Service Desk"],"lifecycle":[{"event":"open","at":"2026-09-19T01:39:03Z"}],"visa":[],"liveness":{"score":20,"band":"cold","label":"Long shot","p_open":1,"p_active":0.449,"p_room":0.45,"age_days":35,"expected_fill_days":19,"reasons":["conf:41","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":{"stated_usd_annual":128000,"is_top_pay":true},"html_url":"https://alion.io/job/astreya-it-end-user-support-specialist","json_url":"https://alion.io/job/astreya-it-end-user-support-specialist.json","meta":{"generated_at":"2026-10-21T01:04:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1696,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1707},"rest":"https://alion.io/mcp/rest/get_company?id=1707"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fastreya-it-end-user-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fastreya-it-end-user-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fastreya-it-end-user-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/astreya-it-end-user-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fastreya-it-end-user-support-specialist"}]}